![]() They’re not using ‘conversational AI’ to determine the ‘intent’ of the user or to generate responses. Sometimes, these chatbots will allow the user to type text into them, but they’re just looking for specific words or phrases to match against. Those are the ones that act more like IVR systems, using buttons to direct the dialogue between a the user and the software. Some chatbots use rules or keyword recognition to facilitate a conversation. It doesn’t describe the underlying technology. It describes the front-end interactive component. That’s because the term ‘chatbot’ describes the modality and medium of an automated conversation between a human and a system or piece/pieces of software. Notice what I haven’t done yet? I haven’t described the underlying technology of chatbots. For example, an automated conversation with a WhatsApp ‘bot’ is still a conversation with a chatbot. When I use the word chatbot, it’s often in the context of that website modality and channel, though the term itself is much broader than that. Most people, when they talk about chatbots, they’re referring to the chat widgets that you predominantly see on websites. You can chat to it, and it can chat back, without the need for human input or assistance. Technically speaking, even a voice assistant is somewhat of a chatbot. Typically, chatbots are found on websites, in apps, but also, in messaging applications like WhatsApp, Facebook Messenger, Slack and any other conversational channel that supports the integration of that functionality. What is a chatbot?Ī chatbot is a piece of software that is capable of having automated conversations with a human. Is there a difference? Are they the same? Looks like we need to clear this up. I’ve been involved in two discussions lately ( one with Wayne Butterfield and another with ConversationalHealth) about the differences or similarities between chatbots and conversational AI.
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